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Apply it at the freight desk

Bad news gets harder when you wait

Use a five-part bad-news message

Quick check: what belongs in the first call?

Separate facts, unknowns, and assumptions

Use a direct, accountable call script

Quick check: the ETA is not confirmed

Scenario: a falloff threatens pickup

Follow up in writing and keep the promise

Quick check: own the service issue without speculating

Practice the call before the real call

Deploy: bad-news call and written follow-up card

A repeatable shipper communication process for service failures, built around prompt notification, verified facts, realistic ETAs, recovery actions, and disciplined follow-up.

Learn how to notify shippers about service failures with verified facts, a credible recovery plan, and a clear next update time.

Phase 9.7: Deliver Bad News and Keep Shipper Trust

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